164 Kestrel Ave,Yardley,Birmingham.B25 8QXTel: 07989021448Email: Andrew.Morton@bcu.ac.uk

Mr Andrew MortonBSc (Hons) Computing in Business

Key Skills & Achievements Over 9 years managing and mentoring a busy 1st/2nd line IT support team Successfully meeting business needs by planning and monitoring the rota of support staff across

several sites and shifts, including periods of high demand Carrying out performance reviews with reference to KPIs, team goals and personal development Extensive experience of team leading, team working and time management to ensure SLAs are met A strong customer focused work ethic that involves working to the task not just the hours A broad technical knowledge that improves my first contact fix rate for both software and hardware

incidents, as well as ensuring support documentation is updated so solutions are repeatable A passion for implementation of best practice principles in line with the ITIL framework Using personal leadership to create a positive, supportive and motivated team culture Hardware commissioning, decommissioning and support in both lab and single user environments Supporting networked machines, including troubleshooting ethernet and wireless faults Scheduling of calls and rapid response requests and acting as a point of escalation of calls The ability to think on my feet, to be analytical & creative when required in solving problems Years of experience supporting both Windows & Macs OS, Android devices, common, specialist and

bespoke software packages including Office, Active Directory, SQL, Exchange, FOG image deployment, HEAT & RMS, Sharepoint, Follow me printing and Janus access control

Qualifications Service Desk Analyst – Pass

(Service Desk Institute, November 2013) ITIL v3 Foundation – Pass

(Quanta Training, August 2009) Managing A Microsoft Windows Networking Environment (MCSA) – Pass

(EdExcel, July 2008) BA (Hons) Computing in Business Degree 2:1

(Huddersfield University, 2001-2005) A-Levels in Computing, Business Studies, History and General Studies.

(Accrington and Rossendale College, 1999-2001)

Work ExperienceBirmingham City University – Support Analyst1st August 2015 - Current

Continuing my previous duties, please see Service Desk Officer role below

Birmingham City University (BCU)– Service Desk Officer (Service Desk Team Leader equivalent)1st April 2009 – 31st July 2015

Conducting IPR yearly performance reviews and return to work interviews for my staff Growing and maintaining a supportive team culture Implementing proactive measures to deal with problems before they generate incidents Taking the lead in planning and implementing a step change in the service provision model to move

it towards established best practice based on the ITIL methodology Working closely with 2nd line support to upskill my teams technical abilities Attending communication workshops to polish interpersonal skills Monitoring KPIs and ensuring SLAs are met. Managing staffing to provide support for other sites and out of hours support whilst meeting

business requirements including during very busy times like clearing and enrolment And continuing my previous duties, please see IT Helpdesk Supervisor role below

164 Kestrel Ave,Yardley,Birmingham.B25 8QXTel: 07989021448Email: Andrew.Morton@bcu.ac.uk

Mr Andrew MortonBSc (Hons) Computing in Business

Technology Innovation Centre (part of BCU) - IT Helpdesk Supervisor 1st May 2006 – 31st March 2009 – Job was reclassified as part of a restructure

Supervised a team of four full time and two part time staff Provided 1st and 2nd line technical support to students and staff Planned service provision rota to meet changing business requirements and needs, which provided

cover 8:30-21:00, covered weekends, as well allowing for holiday and sickness absences Commissioned, decommissioned and imaged PCs and labs Ensuring calls are escalated correctly, and liaising with other departments to learn understand the

resolution, thereby improving my ability to provide first time fixes in the future Improved my communication and interpersonal skills, in everyday and high stress situations Made first time fix a core value of Helpdesk culture and mentored the team through the change,

helping them develop their knowledge and capabilities to reach the 80/20 ratio

Technology Innovation Centre (part of BCU) – IT Helpdesk Assistant 21st Nov 2005 – 30th April 2006 – Promoted to supervisor

Provided 1st line technical support to students and staff Delivered support and solutions to common incidents and requests Booked support calls to the relevant teams

Aston University Business School - Technical Advisor.August 2003-September 2004 (Placement Year) – Returned to University

Worked as part of a team responsible for seven computer labs Manned the help desk during office hours Provided support and training for staff using IT

Personal StatementI really enjoy working in customer support, using my knowledge and skills to help people is a big part of that and it is important to me that I can take pride in delivering excellent customer service. I thrive on the challenges customer support provides, there is always something new to be learnt or a one off problem that needs to be figured out and I am someone who likes to find solutions. I have good interpersonal skills and am proactive and positive in my outlook and approach, which definitely helps in my interactions with customers and within teams I manage. I feel that being positive and supportive are two of my key skills and are important parts of my personal leadership style and think that my team’s skills and attitude support this belief. I have developed a strong, motivated and skilled first and second line support team and have personally championed and managed a project that was a step change in our working practices that brings us more in line with ITIL and SDI defined best practice. I have promoted a culture of collaboration within my team, with other parts of IT and with other departments of the organisation. Not only does this improve the team’s efficiency and flexibility it also improves motivation, job satisfaction and allows them to get a big picture view of their place in the organisation and its operation. Outside of work I enjoy tabletop gaming and LARP (Live Action Role-Play), both of which improve my interpersonal and leadership skills and require the use of creative and logical problem solving. I also make specialist cakes and I am always striving to learn new skills and improve on what I have done before, previous cakes have included cast sugar, chocolate sculptures, ginger bread structures, moving parts and battery powered electronics.

References

Range of references available on request